摘要
为推动"十三五"对电力规划的革命性调整和创新,供电企业必须深化客户服务创新,优化电力营销服务,创建以服务为先的国际一流电力企业。某大型地市供电局市场部通过对客户诉求工作的研究,建立了推广性极强的客户诉求"具体情况"划分责任矩阵模板,规范了体现某大型地市局特点的客户诉求处理流程,并探讨了多部门协作处理客户抱怨工单的工作模板与流程以及在实际应用中行之有效的一些服务策略。
In order to promote the revolutionary adjustment and innovation of power planning in the 13 th fiveyear plan,the power supply enterprises must deepen customer service innovation,optimize power marketing services,and create a world-class power enterprise that puts service first.The marketing department of a large local power supply bureau has researched customer demands,set up the responsibility matrix template for classifying the practical customer demands,regulated the process to deal with the customer complaints,and discussed the working template and process of multi-department collaboration and some effective service strategies in practical application.
作者
卢鹤挺
杜文娟
LU Heting;DU Wenjuan(Dongguan Power Supply Bureau,Guangdong Power Grid Co.,Ltd.,Dongguan 523000,China)
出处
《电力与能源》
2018年第6期856-860,共5页
Power & Energy
关键词
客户诉求
责任矩阵
责任细分
诉求管理
工作协同
customer demands
responsibility matrix
responsibility subdivision
appeal management
work coordination